Product and Service Management
Understanding, Measuring, and Managing ShoppabilityNov 16, 2016
Webinar featuring Raymond Burke, Indiana University
In a competitive and cluttered retail context, there are many cases where the organization, presentation, and pricing of products make it difficult for shoppers to find what they’re looking for, and limit the consideration of potentially relevant brands.
Effect of eWOM on SalesOct 23, 2016
Meta-analysis offers generalized empirical findings – what works and what doesn’t (from Journal of Marketing Research).
Research Grants Target CX: Getting Marketing Right in Real TimeSep 09, 2016
Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.
Understanding Frontline Problem-solving Dynamics Using Video Recordings of Service Failure InteractionsAug 1, 2016 Jagdip Singh, Detelina Marinova, and Sunil Singh, 2016, 16-122
After a service failure, customers value frontline employees' problem-solving work, whatever the outcome. Empathy, on the other hand, can be unhelpful.
Effects of Service Intervention on Social MediaJun 01, 2016
It’s important to uncover the relationship that drives consumer sentiment (from Marketing Science).
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.